The AMS (Application Management Services) can be either stand-alone or complementary to SAP Enterprise Support (to support and maintenance of SAP licenses and products) to provide complete and customized service to each customer’s specific needs, covering N2 (support) and the N3 (Improvements).
These services can be standardized and shared at BCI Consulting’s Support and Innovation Competency Center in São Carlos or can be customized with dedicated teams, with SLA (Service Level Agreements) specific to each customer, with dedicated staff, attendance flow customized, governance and management model adapted to the business model, with integration of other providers (like Prefered Service Provider, in 3 layers), operation policies, among other characteristics.
The AMS proposal is designed by identifying the critical factors expected by the customer (CTQ – Critical to Quality) performed in the Due Dilligence stage. It has a stabilization stage with operations running in parallel and moving into Operation 4 to 8 weeks after the start of the Transition, where service delivery may include:
